• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. • Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery. • Influence on the lives of others: Develop, train, and manage team members. • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. • Keep morale high: Ensure motivational programs are in place and encourage frequent recognition. • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. • Keep leaders informed: Relay important information in the form of timely and accurate reports.